Description
The Entry-Level Helpdesk Tech will provide proactive and reactive services for Rightpoint’s Managed Services clients. The scope of work includes ticket management, triage, and basic technical support for end-user, application, infrastructure, and cloud resources. Proactive work includes project support, system administration, and maintenance. The Service Desk Tech will join the Managed Services IT Operations/NOC team that provides 24x7 support in a fast-paced and dynamic environment. The ideal candidate should have the aptitude to manage multiple clients and tasks. Prioritization of work and time management is crucial. The candidate must also be generally excited about all things technology, exhibit outside-the-box thinking, and have an approachable attitude and personality. Training will be provided. Responsibilities
Provide front-line remote support for incoming requests and manage these requests in the Help Desk ticketing system throughout the ticket life cycle as they progress towards resolution.
Provide professional, remote (from the RP office) support in a fast-paced environment.
Triaging, routing, alerting, issue isolation, troubleshooting, and resolution of systems and applications. Identification of recurring problems and working with the team to identify the root cause.
Own and contribute to the Knowledgebase.
Conduct scheduled maintenance, patching, and deployments.
Take part in the pager rotation to provide support coverage during non-business hours.
At times, participate in support coverage during non-business hours and/or provide additional coverage as needed
Work in rotational shifts
This is a billable role with utilization targets
Collaborate with team and other shift team members, provide updates on findings.
Other responsibilities as assigned
Job Description: Basic knowledge of Web Application Web Servers, Web Technologies. Understanding of ITSM/ITIL (Incident/Problem Management) and ticketing systems. Exposure to Cloud Technologies Microsoft Azure, O365, AWS, GCP. Exposure to monitoring and log analytic tools such as New Relic, ELK stack is a plus. Excellent verbal and written communication skills. This is an end-user facing role and will require daily communication over the phone and via written communication (email updates/ticket updates). Ability to troubleshoot and resolve application and system issues. Exceptional documentation skills and attention to detail for documentation (processes/procedures, environment diagrams, etc.) Benefits and Perks at Rightpoint
30 Paid leaves
Public Holidays
Casual and open office environment
Flexible Work Schedule
Family medical insurance
Regular Cultural & Social Events including Diwali Party, Team Parties, Team outings, etc.
Continuous Training, Certifications, and Learning Opportunities
EEO Statement Rightpoint, a Genpact Company, is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
